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Session 408: But How Do I Shift Left?

Richard Sykora (Sr Manager Support Operations, Blackbaud)

Date: Thursday, April 23

Time: 10:15am - 11:15am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Optimizing the Support Organization

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Shift-left is a common term in service and support, but it’s not yet common practice. For those brave enough to take it on, they often wonder where to start. In this case study, Rich Sykora will share Blackbaud’s experience shifting left. Starting off with a review of the shift-left concept, Rich will then present a framework for participants to reference when determining their organizations’ readiness to shift-left, including key self-check questions:

• Have you documented your current processes?
• Do you actively conduct Kaizens?
• Do you study and or track closure code, case categorization, etc.?
• Have you conducted an inventory of current tools?
Participants will leave with an action plan that they can use to start shifting left.